Returns & Right of Withdrawal
In short
- You can cancel your order before it ships at any time and get your payment back in full. See Terms of Sale, section 5.
- If you are a private customer, you can withdraw within 14 days of receiving your TENSA, without giving a reason.
- You pay for the return shipping. We refund everything else, including the original shipping cost at our standard rate.
- If your unit arrives damaged or faulty, this is not a return but a warranty case. We cover it completely, see Warranty & Service.
Right of withdrawal (private customers)
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier who you named, take physical possession of the goods.
To exercise the right of withdrawal, you must inform us — Evgenii Goriaev (TENSA), Avenida de la Plata 45, pta. 37, 46006 Valencia, Spain, [email protected] — of your decision by a clear statement, for example an email or a letter. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, it is enough to send your notice before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery, without undue delay and in any event not later than 14 days from the day on which we are informed of your decision. The exception is the extra cost of a delivery method other than the least expensive standard delivery we offer, if you chose one. We will make the reimbursement using the same means of payment you used, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
You shall send back the goods to us without undue delay and in any event not later than 14 days from the day on which you tell us about your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Practical notes for a safe return
- Pack the mixer, the power supply, the cable and all accessories in the original box, or one that protects them equally well, and insure the shipment for its full value. Damage caused by poor packaging is your responsibility.
- Do not open the power supply. It carries up to 350 V DC.
Exceptions
The right of withdrawal does not apply to goods made to your personal specifications beyond our standard options. One example is an engraving or a material sourced only for you. If an order includes such work, the proforma says so explicitly before you pay. Choosing from the options in our configurator does not affect your right of withdrawal.
Companies buying for their business do not have a right of withdrawal. The warranty applies to them in full.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Evgenii Goriaev (TENSA), Avenida de la Plata 45, pta. 37, 46006 Valencia, Spain, [email protected]
I hereby give notice that I withdraw from my contract of sale of the following goods:
— Ordered on / received on:
— Invoice number:
— Name of consumer:
— Address of consumer:
— Signature of consumer (only if this form is notified on paper):
— Date:
Last updated: 19 October 2026